These are the high-stakes cultural moments where passion runs deep, but the experience has often been broken: sites crash, bots win, and real fans lose out. If you’ve ever tried to score Jordans, Taylor Swift tickets, or a footy final seat, you know the frustration. EQL is changing that. We’re creating the world’s first fair launch platform to help retailers manage demand, block bad actors, and deliver seamless experiences that give real fans a fair shot.

Backed by top VCs and angels, we’re solving big, meaningful problems with smart tech and a bold, collaborative team. It’s challenging and rewarding work, and we’re building a culture where curious, kind, and ambitious people thrive. If you want to help us shape the future of fan-first commerce—even if you don’t tick every box—we would love to talk.

The role

We’re looking for a Customer Success Manager to support and grow our mid-market client base across the US, UK, and Europe. This East Coast–based role is ideal for someone who thrives in a client-facing environment, is eager to dive deep into both our classic product and native Shopify app, and is excited by the opportunity to work with retailers across verticals like luxury, streetwear, and collectibles.

In this role, you’ll own client relationships post-sale—ensuring a smooth onboarding experience, promoting product adoption, and helping retailers unlock the full value of our platform. You’ll also serve as a key voice of the customer, surfacing insights to help EQL scale effectively and continuously improve.

What you’ll do

Own onboarding and relationship management for a portfolio of mid-market and enterprise clients, primarily across the US, UK, and Europe
Become an expert in both our classic product and native Shopify app, and confidently guide clients through setup, configuration, and usage
Hold strategic post-launch check-ins, regular touchpoints, and retrospectives to ensure clients are set up for success and confident using our tools
Identify risks and opportunities across your book of business, collaborating with Sales and Product to ensure long-term growth and retention
Support new product rollouts and guide clients through feature adoption with practical resources and clear, proactive communication
Work closely with marketing, product, and sales teams on the client side to drive adoption and ensure EQL is a high-impact partner
Use tools like Google suite, Slack, and Notion to stay organized and responsive across multiple accounts
Partner with internal teams to escalate issues and share client feedback to inform product development and improve our service model

Who we look for

We focus on hiring values-aligned people because we believe mindset matters as much as experience. Curiosity, drive, and a willingness to learn go a long way. Working at EQL means embracing ambiguity, being okay with imperfection, and playing bigger than we are as we solve tough problems together. If that sounds like it gives you energy and are excited to grow with us, we encourage you to apply—even if you're feeling unsure.

We believe you’ll succeed in this role if you have:

3+ years of experience in a Customer Success or Account Management role, preferably in SaaS or e-commerce
Comfort managing a client book and owning account outcomes
Eagerness to become an expert in both our classic platform and our new Shopify app
Strong communication skills, with an emphasis on clarity, empathy, and responsiveness
Proactive mindset—able to anticipate client needs and bring solutions
Interest in e-commerce trends and a desire to understand what drives retailers and their communities
Comfort working in a remote team across multiple time zones

What we offer

Fairness is not just something for our fans and retailers - it’s part of who we are which is why:

We provide equity in EQL - we want our team to have skin in the game and to be as invested as we are in EQL’s success. We want the people that will make EQL successful to share in that success
We provide competitive compensation and evaluate the market to ensure that remains true. The salary range for this role spans between $90 - 110k USD.
We provide a flexible work environment because we understand that everyone works differently and want to support our team to be their best
We provide generous time off above and beyond what we are required to because we know that well-rested people make better decisions and are more engaged - when you thrive we thrive
When you want to collaborate in person with other humans, we have a workplace that welcomes the whole team including their furry friends.

At EQL, diversity, equity, and inclusion are core to how we operate and grow. We’re committed to building a workforce that values and supports every individual. We believe equality strengthens our culture and drives accountability in championing diverse voices. EQL is an equal opportunity employer and does not discriminate based on race, colour, gender, sexual orientation, age, disability, marital or caregiving status, pregnancy, religion, political beliefs, or national origin.

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